CRM Magazine

A monthly magazine covering news, issues, profiles, and trends in the field of customer relationship management. Focuses on the integration of technology and organizational strategy to develop and maximize the potential of the relationships between organizations and their customers.

Articles from Vol. 8, No. 9, September

As the Call Center Outsourcing Debate Turns
Election day looms, and the fire surrounding the contact center outsourcing battle has been rekindled. Whether you side with the theory that offshoring is good for business or take the stance that companies are hurting the economy by relocating jobs...
Don't Put the Cart before the Horse: CRM Success Starts with Process Excellence and Ends with Supporting Technologies
PROCESS EXCELLENCE is red-hot. Leading companies worldwide are turning to it to enhance such business processes as streamlining new product development and improving CRM. The strategy of business process management is working for companies before and...
How to Make Millions "Delighting" Customers: Spurring Growth, Profitability with CRM
When Michael Bloomberg took over as New York City's mayor in 2002 he envisioned providing New Yorkers with better customer service, creating a "citizen-service" mindset among the city's employees. To achieve his vision, the city's IT organization chose...
In Celebration of Service
EACH MONTH in CRM magazine we showcase the winning strategies of organizations of all types and sizes, and we spotlight the people who are making news by leading their organizations or the industry to achieve greater success. This month, however, is...
Secret of My Success: PADI Worldwide Now Talks to Customers as One Company, Not Disparate Units
* Why CRM? We needed to tie all our departments together. We have 4,000 dive centers and resorts, and then we have 120,000 professional members. Sales, accounting, membership, and training and education--they never knew what each other was saying...
Stop Wasting Everyone's Time: Give Agents Timely Access to Relevant Data, and Watch Sales and Satisfaction Soar
I RECENTLY VISITED a customer contact center that functioned both as a sales and a service operation. When the company's customers request a price quote, agents need to search in six different applications and then write the results on a piece of paper...
The 2004 CRM Elite: One Thing Every Company Wants from Its CRM Initiative Is Results. Unfortunately, Some Organizations Don't Plan for ROI and Don't Set Metrics for Identifying Success. the CRM Elite Awards Showcase Six Companies That Set out to Get Measurable Results, Then Met or Surpassed Their Expectations
Enterprise Suite CRM Mascot International Mascot International is outfitting its customers with an appreciation for speed. The midsize Danish company designs, manufactures, and distributes uniforms and other workwear. It is Europe's fourth-largest...
The 2004 Market Leaders
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According...
The 7 Deadly Bells of CRM; Month 3: How Churchill Downs Overcame a Communication Gap That Threatened to Stall Its CRM Initiative
AN INTEGRAL PART OF ATIQUE SHAH'S CRM belief system is to watch for what he calls The Seven Deadly Bells. Each bell represents a pitfall, which unless it is avoided, can slow or stop an implementation in its tracks. Last month Shah, Churchill Downs'...
The Next Step in Opt-In Marketing
Don't be bullied by CAN-SPAM and Do-Not-Call legislation, says Opt-In Marketing: Increase Sales Exponentially with Consensual Marketing (McGraw-Hill). According to authors Ernan Roman and Scott Hornstein, it's time for marketers to stop being pushed...
The Siren Call of the Midmarket: Why Serving Midsize Companies Is All the Rage among CRM Vendors
If it seems like more and more CRM vendors are talking about how pleased they are to understand and serve the needs of the midmarket, that's because they are. [ILLUSTRATION OMITTED] The reason is simple: Midsize companies are increasing their...
Who's Who in CRM
In May CRM magazine presented the first installment in a list of some of the industry's key players. This month we continue that recognition with a look at executives from StayinFront. STAYINFRONT CAREER HISTORY Thomas Buckley ...
Will Price Win the Battle for the Customer?
In an industry that preaches to companies "sell on service, not price," price points are becoming hotly contested as hosted and on-demand offerings multiply. Articles Editor Joshua Weinberger asked industry experts if a price war is looming--and, if...
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